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Helpdesk Technical Specialist / Network Admin Resume

Results - driven technical specialist offering a strong balance between business and technical savvy. Possess a proven track record of 14+ years of experience contributing to the advanced performance and profitability of diverse organizations, most notably in the information technology, government and telecommunication industries. Leverage expertise in information technology to identify, evaluate and resolve technical inefficiencies that impact day-to-day operations. Install and configure network equipment to effectively implement enterprise solutions that streamline the delivery of high-quality services. Capitalize on superior communication and interpersonal skills to establish strong relationships with all members of an organization. Build and spearhead top-performing teams, providing the guidance, training and support needed to meet and exceed all client and business expectations. Areas of expertise include:

Perform troubleshooting for all network, hardware, software (OS & programs for PC, MAC and linux), servers and workstations, web site design and repair, and Active Directory on all levels. Analyzes detailed systems factors, including input and output requirements, information flow, hardware and software requirements, and alternative methods of technical problem resolution. Provides input based on expertise relating to small to mid-size corporate change initiatives that impact single function or process changes. Collaborated with development, product and operational teams to improve existing systems development, testing, configuration and installation processes. Performs modifications to and maintenance of operational programs and procedures. Participate in a support workgroup that provides customer service support activities.

Performed onsite technical support for all IT issues in SMB, residential and large businesses.

Provide on-site analysis, development, and helpdesk support services. Initial contact in response to remote users for help desk support calls for both software and hardware technical problems. Tracks and provides problem resolution to user requests. Evaluate, repair or replace laptops/handhelds sent into the helpdesk. Serve as liaison between problem, incident and change management teams to effectively identify and translate end-user needs and functional requirements into value-added IT solutions and support services. Provide second level, expert support to user community.

Deliver functional training for small to large groups, to include the creation of training videos.

Consult with all members of the organization to field incoming technical issues that negatively impact the day-to-day operations of the company. Respond to telephone and email as required to satisfy user requirements. Provide initial contact in response to remote users for help desk support calls. Provide second level, expert support to user community. Utilize industry standard tools to collect, analyze and manipulate relevant data for project reports to management. Served as a subject matter expert tasked with researching, analyzing and remediating existing business inefficiencies. Foster an innovative and inclusive team -oriented work environment. Perform system maintenance and analyze efficiencies of operating systems.

Develop technical documentation - including procedural manuals and training materials - to instruct end-users on the proper and effective use of available technologies.

Lead, supervise and monitor the performance of IT support teams to ensure compliance with company processes.

Confidential, Holmdel, New Jersey

Technical Support & Web Content Support

Provide exceptional customer service to in a courteous, knowledgeable and timely manner. Assist customers on the phone and over email to all of their basic and complex technical inquiries. Created management reports using MS Excel. Authored technical documentation and reviewed them for consistency. Maintained a Vonage’s website in order to grow their web presence and market reach. Created, designed and managed all web content and related materials to ensure brand consistency online. Established standards for content, navigation and graphics to enhance the webpage’s design flow as well as users’ online experience.

Prepared and delivered detailed analysis reports on program and project status, system performance, items needing improvement and SLA compliance to system administrators and management teams.

Successfully maintained Vonage’s self-service website on both the Internet and company intranet.

Managed productivity of technical issues, performance and processes for continuous improvement and success.

Confidential, Fort DIX, New Jersey

Network Admin / Helpdesk Technician

Problem solving and analysis and the ability to find the best solution for each task. Trouble shooting workstations to solve software, hardware, and network connectivity problems. Perform network installation, configuration, maintenance and support for operating systems and configure systems for network access on a domain and a workgroup. Loading and configuring windows NT/2000 servers as primary and backup domain servers for per seat or per server configurations and configuring active directory. Highly skilled in fiber optic, CAT3 and CAT5 including terminations and splices. Prepare reports and working documents on various projects and assignments to management.

Prepared and delivered detailed analysis reports on system performance, items needing improvement and SLA compliance to system administrators and management teams.

Managed productivity of technical issues, performance and processes for continuous improvement and success.

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